: Customer Support Team Lead
191 Spring Street
Lexington, MA 02421

Employee Testimonials

Mimecast Employee Testimonial
Mimecast Employee Testimonial

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Overview

The Core Support Team lead is a player & coach role, assisting with oversight of the core support team and overall management of the support queue while continuing to engage in support cases directly with customers. The individual will assist with mentoring other team members and fostering the Mimecast Way, and can serve as a backup to the Manager of the team. The Customer Support Team Lead reports to the Manager of Customer Support.

Responsibilities

Team Oversight

  • Ensure queue cases are handled efficiently, adhering to support SLAs.
  • Assist the manager with monitoring the phone queue to ensure appropriate staffing throughout the day and engineer schedule adherence.
  • Assist the manager with monitoring overall case response times and SLA achievement, verifying customers are contacted in line with internal guidelines
  • Review cases periodically to ensure appropriate procedures and escalation paths are followed by team members.
  • Provide periodic updates to Customer Support Manager on engineer performance, potential issues, and opportunities for improved efficiency.
  • Monitor relevant Slack channels (911, SD Global, etc) and ensure appropriate team awareness and response.

 

Case Handling

  • Handle email cases and phone calls from the queue as appropriate, in line with established targets.
  • Serve as formal escalation point within the team for difficult cases
  • Be available for warm transfers for “supervisor” escalations when necessary
  • Assist with scheduled calls and one-off projects with customers as needed or as directed by management.
  • Cases that require significant investigation or potential development review should still be escalated to the Senior Support Engineers. However, JIRA cases can be opened as required for routine escalations.

 

Team Mentorship

  • Assist with growing the skills of individual team members, providing feedback on appropriate case handling and troubleshooting strategies.
  • Work with management to help identify support trends and opportunities for improvement within the team.
  • Provide training to new hires and ongoing skill-up training for existing employees. Ensure engineers are attending relevant training sessions and participating in enablement sessions.

Qualifications

The ideal candidate for this role will have the following characteristics:

  • 2-4 years of experience
  • Excellent written and verbal communication skills, including the ability to communicate technical concepts clearly and effectively to executives or non-technical stakeholders across all levels of the organization.
  • An emphasis on customer satisfaction and the ability to remain calm under pressure.

Reward

 

We offer a highly competitive rewards and benefits package including private healthcare, dental and life coverage.  Mimecast is an entrepreneurial and high growth company which will provide the right candidate with a wealth of career development opportunities.  All Mimecasters strive on being high performers, problem solvers, and team players with passion and integrity.

 

An Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.  #LI-143043533_MC2

Full-time

Employee Testimonials

Mimecast Employee Testimonial
Jules Martin
Product Strategy

Mimecast is a unique place with a unique culture, we operate at a fast pace, we challenge ourselves constantly. Never scared to innovate. But it's also a fun place, one where I've seen extraordinary things achieved and I've made friends with some extraordinary people.

Mimecast Employee Testimonial
Sandra Cutler
Education

I love working at Mimecast because it is a place where everyone is given the opportunity to grow both personally and professionally.  I have never worked at a place where there is so much importance placed on employee development.

Mimecast Employee Testimonial
Damon Bordbar
Support

I've had the opportunity to attend a lot of great courses through our internal learning & development team and each course has contributed to my success. Now, I offer the employees on my team one hour per week of “skill up time” which can be used to take instructor-led courses or online training, anything that will add to their skill set.

Mimecast Employee Testimonial
Michael Gross
Product Managament

Our web security products are special because they make surfing the internet safer for our customers.